Frequently Asked Questions


How is the Trelawear pendant enabled with emergency response?

Our pendants are enabled with emergency response by pairing them with a medical alert system and subscription, available through our partnership with industry-leader MobileHelp.

After you order your Trelawear pendant on Trelawear.com and upon receipt of your device you will be directed to call the MobileHelp dedicated Trelawear referral line: 1-800-914-8796. One of their safety consultants will provide you information about monitoring systems you can choose and available monthly monitoring service plans.

Upon receipt of your system, a MobileHelp consultant will then walk you through the simple process required to pair your pendant to the MobileHelp system you selected.

To review a list of MobileHelp systems and service plan options, please click on the link below. 

https://www.mobilehelp.com/pages/compare-medical-alert-systems

What is MobileHelp?

MobileHelp is the leading provider of M-PERS (Mobile-Personal Emergency Response System) technology. Its services and products provide U.S.-based 24/7 emergency monitoring. MobileHelp answers a call for help every 4.3 minutes.

How and Why is the MobileHelp service better than a cell phone?

There are several reasons a dedicated medical alert system is better for emergency response than a cell phone:

1. If you or someone you love falls, you might not be able to access a cell phone, let alone call a number for help. 2. If it’s a dire emergency, you might not be able to speak. 3. MobileHelp can locate you in an emergency based on the GPS location of its system 4. MobileHelp knows exactly who is calling for help. 5. MobileHelp knows all your emergency contacts.

Do I need a cell phone/smartphone?

No. While the system uses cellular technology, having a cellphone or smartphone is not required. However, a MobileHelp system and and subscription are required.

Do I need a landline?

No, you do not need a landline; MobileHelp systems are enabled via cellular connection provided by the At&T network.

Do I need to purchase a MobileHelp subscription?

Yes. Trelawear pendants pair with a MobileHelp medical alert system, to provide access to 24/7 emergency help. The Trelawear purchase comes with special offers from MobileHelp, which can be applied to the emergency monitoring plan that is right for you.

What subscription plans from MobileHelp work best with TRELAWEAR pendants?

TRELAWEAR pendants are supported by all MobileHelp systems, however, the one we suggest is their DUO, which provides the most complete protection. This system includes a home base station as well as the mobile device for around $41.95/month (with no accompanying equipment costs). The DUO system also comes with one waterproof help button (either wrist or lanyard style), which can be worn in the shower. 

To review a list of MobileHelp systems and service plan options, please click on the link below. 

https://www.mobilehelp.com/pages/compare-medical-alert-systems

Do I need to use the MobileHelp Mobile Device with the Trelawear pendant?

Yes. When leaving home, you need to carry the Mobile Device with you while wearing your pendant. The Mobile Device provides an open line of communication to the Emergency Response Center.

Does the service work in areas with no cellular coverage?

No. The MobileHelp service will not work in geographic areas without cell coverage, as the service is based on cellular technology.

Is the Trelawear pendant waterproof?

The pendant is not waterproof, it is water resistant but it is not recommended to be worn in the shower or should not ever be submerged, like in a pool

Can I go to sleep wearing the pendant?

No, Trelawear pendants are not recommended to be worn at bedtime. We suggest you store your pendant in our beautiful gift box on your nightstand.

Do I need to charge the pendant?

No. The pendant runs on batteries, which lasts up to three years from date of purchase.  You will be alerted by MobileHelp when the battery is running low.

What network does MobileHelp utilize?

MobileHelp utilizes AT&T coverage.

Does this work outside of the U.S.?

As of right now, the service works in the United States.

Do I need to have an AT&T cellular contract to make this work?

No, your MobileHelp subscription comes with AT&T network connectivity.

If I buy a pendant, do I need to use MobileHelp service? Or can I just wear it as a piece of jewelry?

Yes, you may purchase the pendant and wear it as a beautiful piece of jewelry. However, please keep in mind that the only way for the emergency response feature of the pendant to work is by selecting a MobileHelp monitoring service plan.

What is Trelawear's Shipping Policy?

Trelawear pendants purchased on Trelawear.com are shipped free for standard shipping via USPS which takes approximately 2-5 business days depending upon final shipping destination.  You may also choose an option for 2 day shipping to all U.S. locations via UPS for an additional charge of $15. 

What is Trelawear's return and exchange policy?

Items returned in their unused and original condition purchased from Trelawear.com can be exchanged or returned within 30 days of purchase as long as the device is unused, not damaged and returned in its original packaging. 
Returns by mail will be processed within 2 business days of receipt of your item(s) by Trelawear. You will receive an email notification once your return is processed. Please note that payment processing may take up to 3-5 additional business days for the credit to be applied.

Are Trelawear pendants FCC certified?

Yes, In accordance with FCC guidelines detailed below.

FCC Statement

This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) This device may not cause harmful interference, and (2) This device must accept any interference received, including interference that may cause undesired operation.

FCC Caution

To assure continued compliance, any changes or modifications not expressly approved by the party responsible for compliance may void the user’s authority to operate his equipment. (Example – use only shielded interface cables when connecting to computer or peripheral devices)

FCC Section 15.105 Information to the user.

NOTE:
This equipment has been tested and found to comply with the limits for a class B digital device, pursuant to Part 15 of the FCC

Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

-- Reorient or relocate the receiving antenna.
-- Increase the separation between the equipment and receiver.
-- Connect the equipment into an outlet on a circuit different from that to which the receiver is connected. -- Consult the dealer or an experienced radio/TV technician for help.

FCC ID: XO8-HALOM433